政府機關之間為民服務創新作為擴散過程之探討

An Exploratory Study of Diffusing Innovation Process among Governmental Agencies

陳啓光(Chi-Kuang Chen)；陳玉真(Yu-Zheng Chen)；于長禧(Chang-Hsi Yu)；蔡政和(Chang-Ho Tsai)

服務品質 ； 公共服務 ； 公共管理 ； 創新管理 ； 創新擴散 ； service quality ； public services ； public management ； innovation management ； diffusion of innovation

品質學報

13卷3期（2006 / 09 / 01）

329 - 343

繁體中文

本文主要目的係探討政府機關之間對於服務創新作為成功擴散之過程。根據該領域相關文獻回顧，我們發現過去皆偏重於原創性創新作為之研究，而在組織之間創新擴散過程方面的探討仍相當欠缺。此外，我們亦發現過去僅有少數這方面的研究，且均著重在私人企業創新擴散之探討，缺乏以系統化的觀點探討政府部門為民服務創新擴散之相關研究。為達到瞭解政府機關之間為民服務創新作為擴散過程的目的，與探索政府組織創新作為擴散成功之關鍵因素，本研究採用Rogers(1995)的組織創新擴散決策過程模型為理論架構，以四個曾經榮獲行政院服務品質獎之學習性創新案例為實證對象，探討政府機關之間創新的學習與成功擴散過程。經利用統計式與分析式概化法則進行推論，最後我們提出一個包含創新決策子過程與組織管理子過程之一般性政府組織創新擴散模型，其研究成果可以提供未來該領域研究或實務應用之參考。

The objective of this paper is to examine how innovations diffused and implemented among different governmental agencies. According to the past literature, we found most of studies focused on the original type of innovation. Few studies provided the investigation of the innovation diffusion processes among governmental agencies. In addition, those few studies also placed their research subjects on the private enterprises rather than the public sector. In this study, we intended to examine the innovation diffusion process in the public sector by means of Roger's model. The deep interview method was used to investigate the diffusion patterns of four governmental innovation cases. And we finally proposed a generalized model for the diffusion processes among the governmental agencies.

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